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Contact Centre / Call Centre Officer

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 17/03/2019 23:59
£17,681 to £18,672
Hours per week:
37 hours
Job Category:
Customer Services/Reception
Vacancy ID:
Employment Location:
Council offices, Kingswood Civic Centre, High Street, Kingswood, Bristol, BS15 9TR
Post Number:

Job details 

Closing date:
17 Mar

Please note

This job is closed for applications.

Further information

Contact Centre / Call Centre Officer

The Corporate Contact Centre is the first point of contact for our customers and is a fast paced customer focused environment. Officers provide information, advice and assist with transactional service requests over the telephone, via email, social media and webchat.

Location: Kingswood Civic Centre

Hours of work: 8.45 – 5.00 Monday to Thursday & 8.45 – 4.30 Friday, 37 hours pw

Salary: £17,681 to £18,672

Closing date: Sunday 17th March 2019

About the role

You will deal with a range of enquires over a number of service areas which include, but not limited to:

• Environmental Health & Trading Standards
• General Council Enquiries
• Leisure & Libraries
• Registration Service
• Streetcare
• Waste and Recycling

As the first point of contact you will need to listen to our customers and use your knowledge and expertise to help resolve these enquiries. You will provide advice, help and support and also signpost customers to help them access Council services.

You must be friendly, motivated and someone who cares about giving the highest level of service to our customers.

A small part of this role will include the processing emails for the Streetcare and Waste service.

Key Skills

• Excellent communication skills (including questioning, listening, establishing rapport and showing empathy)
• Ability to explain, obtain and accurately record information sufficient for the service request to be processed and appointments booked
• Commitment to achieve personal/team targets whilst maintaining excellent quality
• Ability to handle customers across different contact channels, including telephone, email, webchat and social media
• Flexible approach and able to adapt quickly to changing priorities

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the essential/desirable criteria outlined in the vacancy description. Please include this information in the skills, abilities, knowledge and experience section of the application form.

Essential Criteria

1. You can demonstrate suitable skills and experience which are relevant in a customer service environment
2. You can demonstrate experience of resolving a high volume of customer enquiries in a fast paced environment
3. You can demonstrate excellent communications skills including questioning, listening, establishing rapport and showing empathy
4. You have a good working knowledge of office based IT systems, including Microsoft office, CRM, document management and in house systems
5. You can demonstrate what sources of information you have used to answer and resolve customer enquiries
6. Exemplify the Council’s values and behaviours.

Desirable Criteria

1. Experience of working in a contact centre / call centre environment


• Exciting, fast paced, friendly and professional working environment
• Team of 30 officers
• Local government pension scheme
• Holiday entitlement 24 days, raising to 29 days after 5 years’ service (based on full time hours)
• 8 Bank holidays, plus 1 additional day taken at Christmas
• Flexi scheme in line with the needs of the service
• Employees benefit scheme
• Full training is provided with ongoing guidance and support
• Coming soon on site coffee shop

For an informal discussion about the job, after you have read the job summary, please contact David Fitzgerald on 01454 863127 or email David.Fitzgerald@southglos.gov.uk or Debra Brice on 01454 863627 or email Debra.Brice@southglos.gov.uk.

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

Our Values

As an employee of South Gloucestershire Council you will be expected to have a ‘can-do’ attitude and adapt to the fast pace of change. You will strive to work well with others to reach a common goal and embrace a partnership and inclusive approach to delivering efficient and effective services. You will use your initiative to deliver and take responsibility for your performance to help the team, department and council to achieve its goals and make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services.

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